Electric Business era: Home appliance network shopping three Mountain

With the rapid popularization of the Internet and the vigorous development of e-commerce, online shopping as a new way of consumption, bring great changes to people's lives. However, online orders, door-to-door in the consumer to bring convenience, but also spawned a lot of trouble. China e-Commerce Research Center recently released the "2012 China E-commerce user experience and Complaints Monitoring Report" (hereinafter referred to as the "report") shows that the 2012 users nationwide e-commerce complaints up to 93600. In addition to the small net purchase complaints become a hot spot, everyone's poor experience in power network shopping has become a key issue, especially the satisfaction of distribution services only 21.3%.


for Home power network purchase is the tongue of the quantitative complaints, the author of the 315 period of consumer market and industry in-depth visits: slow delivery of logistics, specific areas can not be delivered, the problem is not the same as three of the Invisible Mountain, straight pressure on the head of consumers.


Mountain "Send Slowly"


at a press conference held at the News center of the 12 National People's Congress, Chen Deming, the commerce minister, made a slot for his own online shopping experience, and Chen Deming said he had experienced express delivery problems in the online shopping. Chen Deming said: "One time to buy the granddaughter's New Year's Day gift January 5 has not received, and express company only gave a" government departments we do not deliver "reasons to stall. Slow flow of logistics as a net purchase difficult to break through the bottleneck was pushed to the tuyere.


At home, the problem of slow delivery of logistics is more serious. Experts say: Some of the current dealers also rely mainly on relying on third-party logistics companies, but compared to ordinary small goods, refrigerators, air-conditioning and other household appliances because of the vulnerability, can not be split, large volume and other characteristics, moving or uneven external factors are likely to cause damage to transport, causing more inconvenience. At the same time, because some of the logistics industry practitioners are not very understanding of household electrical appliances, can not be in accordance with the characteristics of household electrical appliances refined operation, in the process of handling, easy to cause bump damage, hindered the normal process of home appliances transport. Lack of logistics capacity, a variety of modes of transport imbalance, uncoordinated, unprofessional problems led to the purchase of electricity network often postponed serious, this is the current many electric companies began to invest heavily in the logistics of the important reasons. This has also become an increasingly obvious advantage for electrical dealers with good physical network layout. Haier Mall as an example, as early as the 90 's, Haier Group for a rainy day, then began the logistics, services, marketing network planning and cultivation, in the country to establish tens of thousands of stores and logistics distribution stations, the three or four-tier market has also achieved as the same as the one or two-tier market seamless coverage, really do the "sales to the village, delivery to the door, Service to the household. " Today, Haier Mall is based on the advantages of the network launched a "on the basis of service" services, breaking the electrical industry "logistics and Transport mana" this bottleneck.


Mountain "Can't send


for home appliance products online shopping, logistics exist in the main problem has two levels: the first to send to the countryside, the second city sent, but not responsible for handling the door. The development of China's urbanization and logistics industry is in the process of rapid progress, the city logistics function positioning process has not been completed, the urban logistics industry is also in the exploration, the National No blind zone and to the village is the logistics industry development depth and breadth of the embodiment. Cat Electrical General Manager of the whole House that: E-commerce for the National retail development, should not overdraft line, but should be a good commodity brand to three below, retail development does not cover the place.


Especially now many young people through the purchase of electricity back home, in the first-tier cities under orders, goods sent to the countryside. The net buys the home appliance not only is the medium and large cities consumer's "patent", the district consumer should also enjoy the convenient, the quick shopping experience. The reporter experienced some electric business website to discover very interesting one thing, many young people who work in the field choose Haier Mall to buy home appliances for their home parents. After in-depth understanding of Haier mall through the daily logistics in the three or four level or even six or seven level market depth layout, straight to the terminal, to the village, covering the whole country without blind area, on the one hand to solve the logistics industry "send not" problem, on the other hand, in addition to the second level of the following urban household electrical appliances online shopping market potential consumption. This is also the main reason for attracting young people to choose it.


Mountain of the "tube send no matter how to install"


Beijing consumer Mr. Li bought an air-conditioner originally intended to rush in her mother-in-law before the birthday installed in her home, air conditioning sent home, delivery staff said "not responsible for installation, must contact manufacturers to send technical personnel to install", Mr. Lee had to call the factory customer service phone, but although the other side said will send people to come to install as soon as possible, But there is no one to come, Mr. Li decided to return, and then began a long wait, the goods no one to take, the money is no one back.


Many consumers of online home appliances have suffered a similar problem with Mr. Lee, how to save the cumbersome of users to repeat the booking service, according to the delivery, will be "to create customer satisfaction" as the goal, to provide users with delivery, installation one-stop service has become an important part of the promotion of home appliances online shopping experience. Haier Mall broke through the traditional courier company only distribution does not install the Logistics service mode limitations, provide access to the home, into the village into the community of humanity value services, a good solution to the household network in the general purchase of the "delivery does not go upstairs", "pipe delivery regardless of the installation", "after the installation of no Man tube" and other problems, greatly enhance the consumer's shopping experience.


experts pointed out that: online purchase of electrical appliances experience upgrade has become the focus of sales competition, regardless of the industry services will continue to upgrade in which direction, want to be in the online shopping market to get the level of growth. should be in line with the consumer to consider, strict implementation of commitments, to provide consumers with the most satisfactory service principles, set up a series of complete sets of service projects and strict management system; Real solution to the logistics delivery slow, specific areas can not be delivered, pipe delivery no matter how serious the three such as the mountain, can realize the market excavation, To achieve a deeper response to demand, so as to enhance consumer "home power network Purchase" experience.